Story
Genesys
NHS EnglandNHS England Uses Workforce Engagement for Contact Center Routing
NHS England, a health care organization in the United Kingdom, uses Workforce Engagement from Genesys to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center teams work from the same Workforce Engagement record for contact center routing |
| Capability | Contact center routing can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for contact center routing |
Story
Inside NHS England, omnichannel service used to depend on whoever still had the latest file. That pattern is common in health care groups working out of the United Kingdom. Contact center teams needed a system that would still make sense after the original project team moved on.
NHS England uses Workforce Engagement from Genesys as the working layer for contact center routing. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. The practical change is simple: omnichannel service has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What NHS England gets from Genesys is a durable place to run omnichannel service and a way for contact center teams to see the same contact center routing at the same time.
